The problem
People were having troubles using the ticket machines and wanted and easier and quicker way to pay, also they wanted to know the schedules of the trains.
Research plan & Strategy
We were keen to identify that the experienced is centered around the machine as an enabler or obstacle for people trying to get to their destination.
There are two primary types of experience with the Compass Pass machines. There is the early (mostly first time) experience and there is the frequent / repeat experience. These two experiences shaped our questions and thought line moving forward and are represented largely by tourists / visitors and Vancouver residents.
We discussed the possibility of excluding either group and focusing more strategically on one but realized that both first and repeat users will be using these machines and excluding the needs of either group would result in a poor experience for the other group.
Solution
The solution we thought better was to create and app that adds contexts to the user’s location.
It allows the user if he’s not near a station or bus stop it will point him to the nearest location and when he arrives, he will enter whats call a geo fence (an invisible perimeter around a location), when the user get inside the area the app will show him the list of arrival times.
